Healthcare & LifeSciences
Gain visibility to deliver focused patient care with Patient 360, EMR integration, digital workflows, and AI-powered healthcare automation.
ServiceNow Healthcare and Life Sciences Platform
Transform Healthcare
Operations
Create consumer-grade healthcare experiences with unified teams, improved care delivery, and AI-powered automation.
Unite teams and information
Liberate practitioners from repetitive tasks by giving them the tools and 360-degree patient visibility they need. Improve the experience for both patient and clinician.
Improve the care experience
Enable patients to access care or make requests from anywhere. Improve the care experience along with patient satisfaction and engagement.
Streamline operations
Digitize internal processes to become more proactive, predictive, and resilient, all while maintaining security and compliance. Remove operational barriers that impact care teams.
AI-powered healthcare workflows
Put AI to work with business-ready capabilities that empower healthcare teams with intelligent automation and smart answers at their fingertips.
Featured Apps and Capabilities
Complete Healthcare Platform
Comprehensive healthcare applications that scale with your needs, from Patient 360 to EMR integration and AI automation.
EMR Help
Report healthcare cases for any issue from within the electronic medical record, optimizing clinician time and enabling seamless service requests.
Key Features:
- EMR system integration
- Service request automation
- Clinician time optimization
- Issue routing to right teams
HL7 FHIR Data Model
Gain data tables for organizations, patients, practitioners, insurance, revenue cycle, and clinical information with industry-standard compliance.
Key Features:
- Industry-standard data model
- Patient information tables
- Revenue cycle integration
- Clinical data management
Patient Support Services
Facilitate the process of onboarding patients into support services with streamlined workflows and automated coordination.
Key Features:
- Patient onboarding automation
- Support service coordination
- Workflow streamlining
- Service facilitation
Patient 360
Pull data from disparate systems into a single, comprehensive view of patient information for enhanced decision-making and personalized care.
Key Features:
- Comprehensive patient view
- Disparate system integration
- Enhanced decision-making
- Personalized care delivery
Pre-Visit Management
Streamline patient procedure authorization and scheduling with automated workflows that reduce administrative burden and improve efficiency.
Key Features:
- Procedure authorization
- Scheduling automation
- Administrative reduction
- Workflow efficiency
Consent Management
Manage consent forms and program enrollment digitally and securely, ensuring compliance and streamlined patient interactions.
Key Features:
- Digital consent forms
- Program enrollment automation
- Security compliance
- Patient interaction streamlining
Digital Documentation
Replace paper documents with easy-to-manage, route, and store digital documents for improved efficiency and accessibility.
Key Features:
- Paper replacement automation
- Document routing
- Digital storage
- Accessibility improvement
Virtual Agent
Resolve issues fast with an intelligent chatbot that understands simple, human language and provides 24/7 patient support.
Key Features:
- Intelligent chatbot
- Natural language processing
- 24/7 patient support
- Fast issue resolution
Additional Healthcare
Capabilities
Extended healthcare capabilities including analytics, knowledge management, and intelligent automation for comprehensive care delivery.
Omnichannel Support
Support patients and handle customer interactions from any channel with unified communication capabilities.
Self-Service Portal
Equip patients with a self-service portal and suite of helpful capabilities for enhanced engagement.
Knowledge Management
Improve business efficiency with easy knowledge sharing and collaboration across healthcare teams.
Predictive Intelligence
Simplify and accelerate everyday work with built-in machine learning for healthcare operations.
Performance Analytics
Anticipate trends, prioritize resources, and continuously improve with real-time healthcare analytics.
Case Management
Standardize documentation and fulfillment of employee inquiries and requests across healthcare operations.
Frequently Asked Questions
About Healthcare and Life Sciences
Get answers to the most common questions about HCLS implementation, Patient 360, EMR integration, and healthcare transformation.
ServiceNow Healthcare and Life Sciences Service Management (HCLS) centralizes shared services and removes operational barriers impacting care teams:
- Creates consumer-grade healthcare experiences for patients and providers
- Unites teams and information with 360-degree patient visibility
- Streamlines operations through digitized internal processes
- Maintains security and compliance while improving care delivery
- Leverages AI and automation for intelligent healthcare workflows
Built on ServiceNow AI Platform for enterprise automation with little coding required.
Patient 360 is a comprehensive view that revolutionizes patient care delivery:
- Single Patient View: Pulls data from disparate systems into one comprehensive patient information view
- Enhanced Decision-Making: Provides healthcare practitioners with complete patient history, treatment plans, and relevant details
- Personalized Care: Enables tailored patient care based on individual patient needs and medical history
- Holistic Medical View: Access to complete medical history, medication, and essential details in organized manner
- Workflow Optimization: Quick access to vital patient information for more effective patient care
Healthcare professionals can now make more informed decisions and provide truly personalized care with complete patient visibility.
ServiceNow HCLS comprises comprehensive apps and capabilities that scale with healthcare needs:
Core Clinical Applications:
- EMR Help: Report healthcare cases from within electronic medical records
- HL7 FHIR Data Model: Industry-standard data tables for comprehensive healthcare information
- Patient 360: Single comprehensive view of patient information from disparate systems
- Pre-Visit Management: Streamlined patient procedure authorization and scheduling
Digital Workflow Capabilities:
- Consent Management: Digital and secure consent forms and program enrollment
- Digital Documentation: Paperless document management with routing capabilities
- Virtual Agent: AI-powered chatbot for patient support and issue resolution
- Omnichannel Support: Multi-channel patient interaction management
ServiceNow integrates seamlessly with EMR platforms for enhanced clinical workflows:
- EMR Help Integration: Enables care teams to manage requests directly at the point of care within EMR systems
- Epic Integration: Native integration with Epic allows reporting issues and managing requests without leaving clinical workflows
- Streamlined Operations: Care Team Operations are boosted with efficiency, freeing up time for patient-centered care
- Request Management: Handle facilities management, procurement, patient transportation, and care coordination from within EMR
- Clinical Workflow Continuity: Support staff can operate within existing clinical workflows without system disruption
This integration ensures healthcare providers can focus on high-quality, reliable care while maintaining operational efficiency.
ServiceNow HCLS leverages comprehensive AI and automation for healthcare transformation:
AI-Powered Capabilities:
- Predictive Intelligence with built-in machine learning for healthcare operations
- Virtual Agent with natural language processing for patient support
- Performance Analytics for trend anticipation and resource prioritization
- Guided Decisions with contextual next-best-action recommendations
Workflow Automation:
- Automated healthcare workflows for patient onboarding and scheduling
- Digital Documentation automation replacing paper-based processes
- Case Management with standardized documentation and fulfillment
- Pre-Visit Management with automated authorization and scheduling
Clinical Decision Support:
- AI-driven insights for treatment outcomes and patient care decisions
- Predictive analytics for inventory management and resource planning
- Real-time patient monitoring with automated alerts for condition changes
Implementation costs depend on healthcare organization size, complexity, and integration requirements:
- HCLS Standard Implementation: Starting from $350K - includes Patient 360, EMR Help, basic digital workflows for mid-size healthcare providers
- HCLS Professional Implementation: $500K-$750K - includes advanced AI capabilities, comprehensive integrations, and full digital transformation for large health systems
- Enterprise HCLS Suite: $800K+ - complete solution with custom clinical workflows, AI automation, regulatory compliance, and enterprise-scale deployment
ROI typically achieved within 12-18 months through operational efficiency (40%), improved patient satisfaction (35%), and reduced administrative burden (50%).
Implementation timeline depends on healthcare complexity and integration scope:
- HCLS Standard: 16-20 weeks for core capabilities including Patient 360, EMR Help, and basic digital workflows
- HCLS Professional: 20-26 weeks including AI automation, advanced analytics, and comprehensive EMR integration
- Enterprise HCLS Suite: 26-34 weeks for complete solution with custom clinical workflows, AI capabilities, and regulatory compliance
Our methodology: Healthcare Assessment & Compliance Review (4-6 weeks) → Core Platform Configuration & Patient 360 Setup (10-14 weeks) → EMR Integration & Testing (6-8 weeks) → Go-Live & Clinical Training (4-6 weeks).
ServiceNow HCLS provides comprehensive compliance and security for healthcare organizations:
- HIPAA Compliance: Built-in HIPAA compliance ensuring patient privacy and data security standards
- Regulatory Adherence: Compliance with healthcare regulations and industry standards for patient data handling
- Data Security: Enterprise-grade security with encryption, access controls, and audit trails
- HL7 FHIR Standards: Industry-standard data model ensuring interoperability and compliance
- Audit Capabilities: Comprehensive audit trails for regulatory reporting and compliance validation
- Secure Integrations: HIPAA-compliant integration with EHR systems and clinical applications
Result: Healthcare organizations maintain full regulatory compliance while achieving operational excellence and improved patient care.
ServiceNow Case Studies
Real HCLS Success Stories
See how healthcare organizations transformed their operations with AI-powered Healthcare and Life Sciences Management.
Challenge
Need to build workflows across entire organization for both non-clinical and clinical operations while maintaining efficiency and care quality
Solution
ServiceNow Healthcare and Life Sciences Service Management with comprehensive workflow automation, Patient 360 integration, and clinical system connectivity
"The ServiceNow Healthcare and Life Sciences Service Management solution allows us to build workflows across our entire organization for non-clinical and clinical workflows."
— Executive Director, Strategy, Transformation, Major Capital and Digital
Results Achieved
Challenge
Complex patient service requests requiring multiple touchpoints and lengthy resolution times affecting patient satisfaction and operational efficiency
Solution
ServiceNow HCLS with omnichannel support, virtual agent capabilities, and streamlined case management for pharmaceutical care services
"ServiceNow HCLS enabled us to achieve 90% first-contact resolution rate, dramatically improving patient satisfaction and operational efficiency."
— VP of Patient Services
Results Achieved
Challenge
Lengthy nurse response times for patient requests and clinical support affecting patient care quality and operational workflow efficiency
Solution
ServiceNow HCLS with AI-powered virtual agent, automated request routing, and integrated clinical workflow management for healthcare technology platform
"ServiceNow HCLS with AI-powered capabilities reduced our nurse response times by 70%, significantly improving patient care and clinical efficiency."
— Chief Technology Officer
Results Achieved
Challenge
Complex employee service requests and support needs across global healthcare technology operations affecting productivity and satisfaction
Solution
ServiceNow HCLS with comprehensive case management, self-service capabilities, and integrated support services for healthcare technology workforce
"ServiceNow HCLS helped us achieve 87% employee satisfaction rate across our global healthcare technology operations through integrated support services."
— Head of Digital Transformation
Results Achieved
Ready to Transform Patient Care?
Connect with our ServiceNow experts to implement comprehensive healthcare and life sciences management with Patient 360 and AI-powered automation.
hcls-experts@ifbash.com
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